IT Support Analyst

IT SUPPORT ANALYST

General                            Provide support on all IT supported user equipment and IT Responsibilities:            Services to all Group companies.

Reporting:                     This role reports to the IT Director

Hours:                               40 Hours per week, 9am-6pm Monday to Friday. Due to the nature of the IT industry, some flexibility in working time may be required in order to meet the Department’s service and performance standards and its responsibility to customers.

Relationships:                            Internal users, 3

rd

Party Suppliers.

Experience:                  A minimum of 2 years in IT service delivery.

Scope

The post-holder will have previous experience in supporting end users directly across a wide range of technologies including both hardware and software. The post-holder is expected to have sound technical knowledge and skills, be able to work as part of a multi-discipline team and be able to provide a high quality professional service in a dynamic business environment. 

Tasks & Duties

The primary duties include, but are not limited to:

·         Logging customer calls.

·         Analyse incoming requests and determine appropriate solutions.

·         Managing, documenting and updating of work instructions and customer calls.

·         Provide remote support to diagnose a HW/SW problem on an End User workstation or peripheral device. Perform remote Break/Fix activities.

·         Liaise with the IT Team and / or 3

rd

party suppliers to resolve problems where appropriate.

Knowledge, Skills and Experience

·         Minimum 2 years experience in an IT support role

·         Personal skills will include:

o   Excellent communication & interpersonal skills.

o   Excellent telephone manner

o   Ability to work around issues and be creative as regards problem solving.

o   Ability to communicate technical information to non-technical staff.

o   Must be dependable & flexible and willing to work as part of a team.

·         Be able to:

o   Troubleshoot web content publication issues from various CRM feeds

o   Build desktop from base level install (hard drives, Ram, NICs, motherboard).

o   Install Microsoft OS, Office and key utility software (anti-virus, remote control, Remote Desktop Services etc.) and connect to an Active Directory domain

o   Support and troubleshoot peripherals (printers, IP phones, patching, etc.)

o   Configure, support and troubleshoot Smart Phones & Tablet fleet

o   Troubleshoot hardware, software and network problems – determine location of problems and resolve all local hardware and network issues. Escalate issues related to software errors and network problems.

o   Support users to an advanced level including instruction on moving files, email management, image manipulation and general support on Office and general packaged applications.

·         Have completed, or demonstrate ability to attain:

o   Microsoft Certified Desktop Support Technician (MCDST); – Microsoft Certified Information Technology Professional (MCITP)

o   ITIL Foundation

Desirable Technology experience/awareness areas

·         Knowledge of web technologies & web database structures

·         VMWare vSphere, Virtual Center, Windows Server 2008/2012 R2, Windows Server 2003

·         Active Directory, Group Policy

·         DNS, DHCP, TCP/IP

·         Microsoft Exchange 2010/2013 account management

·         Windows 7/8/8.1 Enterprise edition

·         Microsoft Office 2010/2013

·         Microsoft Lync 2010/2013

·         Desktop Hardware config and maintenance (predominantly Dell)

·         Thin client technologies including Microsoft Remote Desktop Services

·         Smart Phones

·         Tablets

·         Print

·         Telephony

Key Result Areas

·         Accurate logging of all calls and updating support desk status, including Knowledge Base.

·         Timely resolution of logged service requests

·         Maintain relationships with user base and 3

rd

party support organisations.